14 FAH-5 H-430
forwarding or returning dpo mail
(CT:DPO-20; 05-01-2018)
(Office of Origin: A/LM)
14 FAH-5 H-431 forwarding and returning
dpo mail
(CT:DPO-20; 05-01-2018)
DPO mailroom personnel must use the Integrated Logistics
Management System (ILMS-DPO) to forward and return DPO mail. DPO clerks must:
(1) Date-stamp the back of each piece of mail
receiving directory service to indicate the date of receipt. If directory mail
is not processed on the date of receipt, annotate the date forwarded or
returned to the sender;
(2) Cover completely any barcode displayed on the
front or back of the envelope. If the barcode is not covered, United States
Postal Service (USPS) automation may re-read the barcode and redirect the mail
back to post by default (referred to as looped mail);
(3) Ensure endorsements are neat and legible, using
the minimum space required, and use rubber stamps or gummed labels, if
available;
(4) Place endorsements on the front of mail, when
possible. Put the forwarding address below and to the right of the original
address. After using all available space on the front of the mail, write
"Over" on the front and place additional endorsements on the back.
Do not write, stamp, or cover the name of the addressee. (See 14 FAH-5 Exhibit
H-431); and
(5) Leave the receipts attached to the article, if
there are return receipts. Show the reason for nondelivery on the return
receipt, then initial and postmark the record.
14 FAH-5 H-432 mail forwarding and
directory service
(CT:DPO-20; 05-01-2018)
Directory mail is mail that is undeliverable as addressed
and cannot be delivered because of one of the reasons listed below:
(1) Incomplete, illegible, or incorrect address;
(2) Addressee departed post; or
(3) Mail is for a person unknown at post.
14 FAH-5 H-432.1 Deliverable Mail
But Improperly Addressed
(CT:DPO-20; 05-01-2018)
a. When the DPO receives improperly addressed mail, the
DPO clerk must determine the correct addressee by checking the ILMS Customer
Directory:
(1) For First-Class and Priority Mail, check the ILMS
Customer Directory within 24 hours of receipt; and
(2) For mail received on weekends or holidays, check
the ILMS Customer Directory no later than the next business day.
b. When the DPO clerk identifies improperly addressed
mail for an authorized customer present at post, the clerk must first update
the customer file in the ILMS Customer Directory by entering any omitted data
related to the name, section, unit and box number, and place the mail in the
mail receptacle. Then, endorse the mail piece with "Please Advise Your
Correspondent or Publisher of Your Correct Mailing Address."
14 FAH-5 H-432.2 Forwarding Mail for
Transferred Employees
(CT:DPO-20; 05-01-2018)
a. If the DPO receives mail for departed customers, the
DPO clerk must forward the mail in accordance with USPS regulations. USPS
forwarding guidelines vary depending on the mailers endorsement type. The
most common mailer endorsements are:
Address Service Requested
Forwarding Service Requested
Return Service Requested
Change Service Requested
b. Forward First Class, Priority, and Express Mail
including Parcels to the new address for 12 months after the sponsor's
departure, and endorse with "Change of Address Due to Official
Orders." After 12 months, endorse the mail Return To Sender.
Customers forwarding addresses can be found in the ILMS Customer Directory.
c. Forward periodicals (includes newspapers and
magazines) without charge for 60 days if fully prepaid by the sender. Endorse
this mail, "Advise Your Correspondent or Publisher of Your Correct Mailing
Address," and "Change of Address Due to Official Orders."
Periodicals should be marked Return to Sender after 60 days only if the publisher
has indicated Address Service Requested or has another similar endorsement.
After 60 days, the mailroom staff must complete a Form PS-3579 to notify the
publisher of the customer's new address.
d. For USPS Marketing Mail and Package Service without
annotations, the DPO clerk must endorse the mail with a forwarding address and
forward it to the addressee as Postage Due, which will be collected by USPS.
If the mail has an endorsement that restricts forwarding, return it to the
sender.
e. Release of any address information to anyone without
the customer's written authorization is expressly prohibited unless the postal officer
(PO) is acting under an order of a Federal court or except in accordance with
the Privacy Act of 1974 (5 U.S.C. 552a, as amended).
g. For further guidance, contact the
DPO-Answerperson_MB@state.gov.
14 FAH-5 H-432.3 Mail for Persons
Unknown at Post or Persons Not Authorized DPO Service
(CT:DPO-20; 05-01-2018)
The DPO clerk must follow these procedures for mail
received for persons unknown at post or for persons not authorized DPO service:
(1) Check the ILMS Customer Directory file, and if not
found check with the post human resources office (HR) to confirm the addressee
is at post and authorized DPO service. If the addressee cannot be confirmed,
follow USPS regulations for returning the mail to sender. See 14 FAH-5 H-431
for instructions on returning mail; and
(2) Return mail to the sender if addressed to
personnel who are not authorized DPO privileges, including mail addressed in
care of an authorized user. Endorse mail with "Addressee Not Authorized
DPO Privileges," and notify the PO immediately of the offense via email
for applicable action.
14 FAH-5 H-433 dead mail procedures for
dpo clerk
(CT:DPO-20; 05-01-2018)
a. Mail that cannot be delivered,
forwarded, or returned to sender:
(1) Forward all Priority Military Mail Express,
First-Class, Priority, and Package Services Mail that cannot be forwarded or
returned, to the accountable postmaster's Mail Recovery Center for disposition
per Postal Operations Manual 692. Annotate disposition of mail in ILMS DPO;
and
(2) Process UAA mail, periodicals, and USPS marketing mail
in accordance with USPS regulations in DMM 507.
b. Undeliverable catalogs:
(1) Remove and destroy the wrapper, label, or both.
(This also applies to catalogs bearing the endorsement "Return Service
Requested.") Dispose of the catalog; and
(2) The postal officer has discretion to decide
disposition of undeliverable catalogs, e.g., donate items to the community liaison
office (CLO). (See 14
FAH-5 H-200.)
c. Dispose perishable items that carry a Required
Delivery Date (RDD) and cannot be forwarded or returned before spoiling as
waste. Dispose any perishables obviously spoiled upon receipt. Always destroy
perishables in the presence of a witness. Notify the sender and addressee via
official letter concerning the disposal and retain a copy of the notification
in the office files for 2 years.
14 FAH-5 H-434 ILMS CUSTOMER DIRECTORY
14 FAH-5 H-434.1 Adding a Customer
to the ILMS Customer Directory
(CT:DPO-20; 05-01-2018)
a. DPO mailroom clerks must use the ILMS Customer
Directory to add new customers upon their arrival at post.
b. Select a customer on the applicable DPO and DPM
pages.
c. Add the new customer in the directory, and include
their name, agency, box number, and email address.
d. View the addressee lookup on the applicable DPO/DPM
page:
(1) Bulk Receive/Deliver Pieces;
(2) Receive Single Sack;
(3) Receive Single Piece;
(4) Receive Items by Pouch DPM; and
(5) Receive Pieces from DPO.
e. Receive pieces by selecting a customer using the addressee
lookup field to find the customer and save their name to the pieces. When you
select a customer using the addressee lookup (magnifying glass) the customer will
receive an automatic email notifying them of package delivery.
f. For additional instructions on how to add new
customers in the ILMS Customer Directory, see the DPO Quick Tour Booklet
located on the ILMS Knowledge Center. For further guidance, please contact
DPO-Answerperson_MB@state.gov.
g. Personally identifiable information (PII) in the
ILMS Customer Directory must be handled in accordance with the Privacy Act of
1974, as amended (5 U.S.C. 552a) and 5 FAM 460:
(1) ILMS Customer Directory information must contain,
at a minimum, their name (last, first, and middle initial), agency, and mailing
address (unit and box number). List the names of the customer's family members
on the customer's record; and
(2) If a sponsor has family members with different
last names, prepare and file a separate record for each family member. Cross-reference
this record with the sponsor's record and maintain it in the same manner.
Also, follow this procedure for personnel who have changed their name.
14 FAH-5 H-434.2 ILMS Customer
Directory Files for Transitioning Personnel
(CT:DPO-20; 05-01-2018)
a. For transitioning personnel, the DPO clerk must
include the departure date and forwarding address provided by the customer, in
the ILMS customer directory.
b. When the DPO no longer services the customer, the
DPO clerk must update the customer directory record in ILMS for destruction in
12 months. For example, if a customer departs in July 2015, update the
directory record for destruction in August 2016.
14 FAH-5 H-435 CHANGE OF ADDRESS ONLINE
FOR DPO POSTS
(CT:DPO-20; 05-01-2018)
a. Diplomatic Pouch and Mail (DPM) has partnered with USPS to provide DPO
customers with the ability to change their addresses via the USPS website at
the time of transfer and for temporary address changes, e.g., while on home
leave. This service allows the USPS system to intercept letter-mail
automatically when it reaches the first processing and distribution center,
which reduces manual processing by post mailroom employees. USPS will also
make changes available to commercial clients, e.g., banks and insurers, so they
can update their systems. Please note that the USPS does not automatically
redirect parcels, domestically or abroad. Thus, customers must advise family,
friends and vendors of their new addresses to prevent parcels from being
returned to sender. For more information and to access the required form, go
to the USPS website and select "Change of Address."
b. The inclusion of DPO/APO/FPO addresses in the USPS
internet change-of-address (ICOA) database will allow authorized employees to
request changes using the USPS website at any time. This process requires
customers to use their credit or debit cards to verify their identity and
address through the institution that issued their card. A minimal verification
fee is charged. ICOA subsequently updates the Postal Automated Redirect System
(PARS) to intercept mail at the first USPS Processing and Distribution Center
system, and redirects mail to the current address on file.
c. Completing the form: You
will be asked if your move is permanent or temporary. The date cannot be more
than 30 days in the past or more than 3 months in the future. It takes from 7
to 10 business days for mail to be forwarded. If your move is temporary, e.g.,
home leave or ordered departure, you will be asked to name a date on which the
mail should cease being forwarded to another address. You will also have to
identify how many people will be making the move. If you are the only one
moving, it is called an "individual" move. If a family is moving and
everyone is using the same last name, then it is a "family" move.
d. After submitting the form, the mail will
automatically be forwarded for 12 months if "Permanent" is selected
at the time the COA request is submitted. If a "Temporary" COA is
requested, mail will be forwarded for up to 6 months. When that period of time
is over, you can request a 6-month extension. The maximum time that mail can
be forwarded to the new address is 1 year. The minimum time is 15 days.
14 fah-5 H-436 through h-440 unassigned
14 FAH-5 Exhibit H-431
Forwarding Address Example
(CT:DPO-20; 05-01-2018)
Figure 1 Forward/Change of Address Envelope